Beware M&S Outlet Returns Policy

samwardill

If you follow the M&S Outlet link from MSE http://www.marksandspencer.com/Outlet/b/1625734031 you see the standard M&S returns policy (i.e. free returns in store). However after I bought something they told me that returns were not free as Amazon fulfils the orders.

This is a problem because
a) They have an M&S Outlet branded store that has the incorrect returns policy
b) They have a very poor returns policy for M&S Outlet. If you buy clothes online you need to be able to return them cheaply because they may well not fit or suit. I would never have bought anything from M&S Outlet if I knew this was their returns policy

I wrote to M&S and they have refused to honour the returns policy on their site at http://www.marksandspencer.com/Outlet/b/1625734031:mad:

mjm3346

The returns shown on that page are the general ones and part of the headings, once you are in the outlet store the returns policy for outlet are displayed


http://outlet.marksandspencer.com/info/returns

Returns
Unwanted orders must be returned by post and the cost of delivery is payable by the customer.
You may return all items fulfilled by Amazon.co.uk within 30 days of delivery for a full refund of the cost of the product. Refunds will only be given in accordance with your legal rights for Earrings and Bra accessories. To return an item, visit Your Account at the top of the page to print a mailing label to return your item. Amazon will provide your refund usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return.

As Amazon fulfil all M&S Outlet orders, we cannot offer returns and refunds in our M&S Outlet and M&S stores, only Amazon are able to process refunds and returns.


If your return is due to an Amazon error, Amazon will pay the cost of return delivery as part of your refund.

samwardill

mjm3346 wrote: »

The returns shown on that page are the general ones and part of the headings, once you are in the outlet store the returns policy for outlet are displayed


http://outlet.marksandspencer.com/info/returns

And do people think that this is enforceable?

Personally I genuinely believed that the returns policy that I read on the M&S Outlet link from MSE (http://www.marksandspencer.com/Outlet/b/1625734031)applied to M&S Outlet purchases. I never read the contradictory policy at ttp://outlet.marksandspencer.com/info/returns

mjm3346

samwardill wrote: »

And do people think that this is enforceable?

Personally I genuinely believed that the returns policy that I read on the M&S Outlet link from MSE (http://www.marksandspencer.com/Outlet/b/1625734031)applied to M&S Outlet purchases. I never read the contradictory policy at ttp://outlet.marksandspencer.com/info/returns

The link from MSE is not direct to the outlet store and the top section is still the general index, offers and conditions, part way down the page is where outlet starts You are here: Homepage Outlet and once you are in Outlet all the terms and conditions relating to it are there and it displays "checkout and delivery by Amazon"

Also beside every item next to the "product details" tab is one for "Delivery and Returns" which has the correct procedure.

samwardill

mjm3346 wrote: »

The link from MSE is not direct to the outlet store and the top section is still the general index, offers and conditions, part way down the page is where outlet starts You are here: Homepage Outlet and once you are in Outlet all the terms and conditions relating to it are there and it displays "checkout and delivery by Amazon"

Also beside every item next to the "product details" tab is one for "Delivery and Returns" which has the correct procedure.

Do you, by any chance, work for Marks & Spencer Outlet Store?

mjm3346

samwardill wrote: »

Do you, by any chance, work for Marks & Spencer Outlet Store?

What difference would that make?

It wouldn't stop the tab with the correct delivery and returns details being displayed next to the items.

samwardill

mjm3346 wrote: »

What difference would that make?

It wouldn't stop the tab with the correct delivery and returns details being displayed next to the items.

But do you?

mjm3346

samwardill wrote: »

But do you?

Nope, don't shop online with them either.

samwardill

mjm3346 wrote: »

What difference would that make?

You asked what difference would it make if you were an employee of M&S. There was a delay in my response because I had to check with the forum moderator team. They confirmed that companies are not permitted to post, they regard posts by employees as a 'fine line' and they would encourage me to report any post by an employee of a company. You have subsequently stated that you are not an employee of M&S so I will not report your post.

System

The post would not have been as a company representative. It was just somebody being helpful and pointing out that the correct T&Cs are available in numerous places.

Are you saying that posters can not comment on threads where their company is mentioned.?

To save you checking, I am not an M&S employee either although unlike mjm3346 I have ordered online from them.

samwardill

!!!!!! wrote: »

The post would not have been as a company representative. It was just somebody being helpful and pointing out that the correct T&Cs are available in numerous places.

Are you saying that posters can not comment on threads where their company is mentioned?

I'm saying that the forum moderator team told me that companies are not permitted to post, posters commenting unofficially on threads where their company is mentioned would be regarded as a 'fine line' and the moderator encouraged me to report any cases of this.

Personally I don't think it is a 'fine line' if a non-PR employee posts on a topic relating to their company as long as the poster makes their association clear. However I do think it is a 'fine line' if the poster does not. My company policy requires me to make it clear who I work for when I post on forums about my company (even though I do not act in an official capacity because I don't work for PR).